How Reliance Jio Fiber Amplified Support using WhatsApp
Jio Fiber is a fiber-to-home internet broadband service by the world’s third-largest telecom provider, Reliance Jio Infocomm Ltd (popularly known as Jio), is a subsidiary of Reliance Industries Limited (“RIL”), a $150 billion conglomerate and one of India’s most valuable enterprises.
In April 2020, Facebook acquired 9.99% shareholding in the company for an investment of $5.7 billion, and Google invested $4.5 billion, along with several investments from other companies making Jio one of the highest valued telco-to-internet companies globally.
Business Goals
The primary objectives of deploying Jio Fiber WhatsApp IVA were:
- Provide seamless support to JioFiber’s existing and potential customers
- Enhance customer experience by providing faster resolution to routine queries
- Free up customer service agents to focus on addressing more complex queries
- Deflect 70% of top call driving queries on chat to enable a seamless experience & reduce cost
Solution
Haptik deployed an Intelligent Virtual Assistant for JioFiber on WhatsApp which helped with:
- Creating a new channel to handle customer support with great expandability.
- Automated repetitive queries on users’ most preferred communication channel.
- Provided faster turnaround in query resolution resulting in improved customer service.
- Reduced dependency on call centers and diminished costs
Key Use Cases
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